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BtoeAD timer expired

Frequent Advisor

BtoeAD timer expired



I have a client that is expericning a BToE disconnect multiple times a day. 

I have enabled BToE logging and set to debug and I see multiple entries for 


1015145913|btoe |0|00|BtoeAD timer expired
1015145916|btoe |0|00|BtoeAD timer expired
1015145919|btoe |0|00|BtoeAD timer expired
1015145922|btoe |2|00|BtoeAD timer expired
1015145925|btoe |0|00|BtoeAD timer expired
1015145928|btoe |0|00|BtoeAD timer expired
1015145931|btoe |0|00|BtoeAD timer expired
1015145934|btoe |0|00|BtoeAD timer expired
1015145937|btoe |0|00|BtoeAD timer expired
1015145940|btoe |0|00|BtoeAD timer expired
1015145943|btoe |0|00|BtoeAD timer expired
1015145946|btoe |0|00|BtoeAD timer expired
1015145949|btoe |0|00|BtoeAD timer expired
1015145952|btoe |2|00|BtoeAD timer expired
1015145956|btoe |0|00|BtoeAD timer expired
1015145959|btoe |0|00|BtoeAD timer expired
1015150002|btoe |0|00|BtoeAD timer expired
1015150005|btoe |0|00|BtoeAD timer expired


What is this referring to? PC is patched into Phone. 


Could this be due to a TCP/UDP port conflict? 

Message 1 of 2
Polycom Employee & Community Manager

Re: BtoeAD timer expired

Hello @SR_MCSE,


welcome back to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:


  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE) and their Version of it
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details



Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition other details allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.


Jan 26, 2016 Question:Can I troubleshoot BToE or changes settings ?

Resolution: Please check => here <= for details


This is most likely a PC Firewall issue but as you have not provided sufficient details we are only assuming this.


You may want to look into getting this into support.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 2